AltiGen MAXCS 7.0 Update 1 ACM Administration - Manual (Page 290)

Chapter 22: Workgroup Configuration
274 MaxCS 7.5 Administration Manual
Figure 159. Workgroup Configuration, Queue Management tab, Basic Queue Control
When Basic is selected in the Queuing Control field, the following queue management options are available:
Setting Queue Phrase Options
For each workgroup, you can either use the system default phrases or you can set up a custom configuration.
The default audio phrases are discussed in “Audio Peripheral Configuration” on page 62.
Queue Announcement
You can set up the system to announce a caller’s queue status – queue position and expected queue time –
when an incoming call enters a workgroup queue. To enable this option, check Enable Announcement, then
check Queue Position and/or Expected Queue Time.
Queue Position – When checked, the system will tell the caller which position the caller is at in queue. Do not
check this option if you assign different priorities to different calls based on DNIS, CID, or AA selection. Do not
check this option if you configure matching a caller’s SKLR to an agent's skill level. Queue position is not
meaningful when a higher priority caller can push a lower priority caller or if no agent is available to answer a
particular SKLR.
Expected Queue Time – when checked, the system will tell the caller how long the wait is expected to be.
When calculating this number, the system will consider the average agent call handling time and the position
of the caller in queue. Because queue position is a factor when calculating this number, do not check this option
when call priority and caller SKLR matching are configured. Please note that the Expected Queue Time is an
estimated number. Agents logging in or out of the workgroup during operation hours will affect the actual
handling time and cause deviation to the expected queue time.
When Avg time in queue is less than 1 minute, the expected wait time in queue will not be played to the caller.
Expected Queue Time (round up to minutes) = [(Average Call Handling Time x Queue
Position) + 59 sec] / 60 sec